Digital Product Experience Specialist

1 week ago

London, Greater London, United Kingdom Bedrock Learning Full time
About Bedrock Learning

Bedrock Learning is a pioneering education technology company on a mission to improve literacy and learning outcomes for students worldwide. Our innovative platform provides personalised learning experiences, immersing students in a dynamic, interactive, and aspirational curriculum.

We combine cutting-edge technology with proven educational strategies to create a powerful tool for teachers, students, and parents. With over 900 schools on board, we support hundreds of thousands of learners annually to realise their potential through education. As the UK's number one solution in primary and secondary schools, our market-leading NPS and a platform that teachers love set us apart.

Literacy is the foundation of education, and we are dedicated to ensuring every student has the opportunity to succeed at school and beyond.

Working at Bedrock Learning

Educational impact, research, and policy drive our operation, and we welcome team members who share our passion for learning and education. To succeed in this role, you must have a genuine enthusiasm for learning and education.

Our collaborative, inclusive, and forward-thinking culture is built on a foundation of teamwork and open communication. We offer a supportive and flexible work environment where employees are encouraged to take initiative, think creatively, and drive our mission forward.

Core Responsibilities

As a Digital Product Experience Specialist, you will play a critical role in ensuring our schools have an exceptional experience using Bedrock's solutions. You will collaborate closely with the Product, Engineering, and Teaching & Learning teams to provide precise, rapid, and delightful customer support.

Your key responsibilities include:

  • Expert Product Knowledge: Demonstrate and maintain expert-level understanding of the product to support both internal and external stakeholders effectively.
  • Efficient Issue Resolution: Investigate, replicate, and resolve customer support issues efficiently, prioritising tickets, and identifying incidents and problems to maintain high standards of service.
  • Optimise In-Product Experiences: Collaborate to enhance in-product features, support customer education, increase feature adoption, and promote self-service solutions.
  • Effective Communication: Manage professional written and verbal communications with customers and internal teams, ensuring clarity, accuracy, and responsiveness.
  • Operational Effectiveness: Execute and manage processes for the smooth operation of the product, striving for continuous process improvement, automation, and elimination of inefficiencies.
  • Data-Driven Support: Generate data extracts, conduct trend analysis, and report on customer support and product engagement to drive decisions and support customer conversations.
  • Market Research & QA: Assist in user interviews, market research activities, and oversee quality assurance checks on new product features to ensure they meet goals and objectives.
  • Feature Impact & Prioritisation: Help measure the effectiveness of new features and assist in prioritising product features based on customer insights and business goals.

Salary: £30,000 - £40,000 per annum (dependent on experience)

Benefits:

  • A 4-day working week and flexible working hours
  • Comprehensive private medical coverage for you, your partner, and any children for whom you are the legal guardian
  • Employee Assistance Programme for mental health, wellbeing, financial, and legal support
  • Eye examination scheme
  • Closure between Christmas and New Year

Requirements:

  • Deep Product Knowledge: Proven ability to understand sophisticated SaaS products in the EdTech space, with a strong grasp of technical details and the ability to learn and communicate features effectively.
  • Customer Support Experience: At least 2-3 years of experience in a customer support role, ideally with experience using Zendesk or similar ticketing systems.
  • Problem-Solving Skills: Strong analytical skills to diagnose, replicate, and resolve issues quickly and efficiently, while maintaining high standards of customer service.
  • Process-Oriented Mindset: Demonstrated experience in managing and optimising customer support processes, prioritising tickets, and handling incidents.
  • Experience with AI-Driven Tools: Familiarity with or willingness to adopt AI-driven customer support tools and a passion for leveraging AI to improve efficiency and service.
  • Communication Skills: Excellent written and verbal communication skills, with a professional and customer-centric approach in interactions with both external customers and internal teams.
  • Data-Driven Approach: Strong ability to generate, analyse, and present data-driven insights to inform decision-making and contribute to the prioritisation of product features.
  • QA and Feature Validation: Experience in supporting quality assurance processes, including testing new features and providing feedback to ensure they meet goals and objectives.
  • Continuous Improvement Mindset: Proactive attitude towards identifying and implementing process improvements, with a focus on automation and eliminating inefficiencies.
  • Collaboration Skills: Ability to work cross-functionally with product, engineering, and support teams to enhance product delivery and improve customer experience.
  • Research and User Testing: Familiarity with conducting user interviews, market research, and supporting feedback loops to inform product improvements and customer satisfaction.
  • Agile Methodology: Experience working in agile environments, particularly in prioritising product backlogs and working with teams to deliver customer-driven solutions.

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